Case Study

Sofbang Offers Mobility for Field ServiceOracle Mobile Cloud Service (MCS)PaaS 4 SaaS: Enhancing the Customer Service Experience (CX)

KEY HIGHLIGHTS

IndustryManufacturing

- Gallup

"Mobile technology has enabled today’s workforce to work and operate beyond the confines of the traditional four-walled office space."

Overview

Mobility is transforming the field service industry. With the use of mobile technologies, organizations are better positioned to reduce costs, raise productivity, and generate revenue while influencing brand perception, delivering superior service, and meeting customer demands. Research suggest, there are six innate advantages of workplace mobility, these include; increased collaboration, improved flexibility, enhanced communica-tion, a tailored user experience, reduced talent churn and increased revenue potential.

Extending Oracle Service Cloud with Mobility

Simplifying the Field ServiceAutomation Experience

Mobilize asset-centric or paper-intensive tasks

Increasing speed, efficiency and visibility

Increase productivity and reduce errors

Business Challenges

A large Fortune 500 customer of Sofbang was expanding their existing Oracle footprint by enhancing their Field Service automation; which empow-ers the field service technicians to work effectively in the field and report in real-time. Although standard processes were in place their application still lacked various functionalities. The customer was dealing with:

Usability issues that could reduce user adoption

No automation in remote areas

Lack of mobility platform

Lack of Cloud vision

Lacking a clean look and feel

Founded in 2000, Sofbang is a leading solutions provider and system integrator of the Oracle Cloud Platform, Oracle Mobile and Oracle Fusion Middleware suite of products. Our “Designed for Change” solutions are built with scalability, flexibility and extendibility in mind.

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The goal was to help our customer provide an assessment, recommen-dation and roadmap for their current field service mobile application to optimize the mobile app user experience and provide a direction for their enterprise mobile strategy.

Sofbang took over inflight, developing the field service mobile applica-tion with a more-improved user experience. Sofbang also improved the customers current architecture by leveraging Oracle MCS platform featuring; Storage, for better integration with backend applications; Adjusted mobile application source code, allowing better language management; Labels and languages development in MCS, which can be updated through the administrative portal and synced into the mobile application, to be displayed in multi-languages subsequently optimizing their business processes.

Sofbang uses the Oracle Mobile Cloud Service (MCS) to provide the platform security, analytics, tools and applications for a robust mobile backend as a service (MBaaS) solution.

The Solution

Business Needs82% state mobility is a strategic initiative

Top strategic action in business is data integration between the field and back office system

Switched from paper-based manual workflows to digital

Improved customer experience

Improved IT efficiency and value, PaaS speeds application deployment

20% reduction in time for field service debriefs

Reduction in manual process

Oracle platform reduces the amount of support needed for the applica-tions and services

Customer Impact

Integrated and extended Oracle Service Cloud, Oracle Field Service Cloud and E-Business Suite

Founded in 2000, Sofbang is a leading solutions provider and system integrator of the Oracle Cloud Platform, Oracle Mobile and Oracle Fusion Middleware suite of products. Our “Designed for Change” solutions are built with scalability, flexibility and extendibility in mind.

© Copyright 2018 by Sofbang LLC. All rights reservedwww.sofbang.com Share this onhttps://www.facebook.com/Sofbang-457364924384588/

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